Customer Support Representative for Online English Language School

Job Summary

You will be responsible for assigning our students to a suitable class.

You will also assist partners, agents and customers with enquiries related to the assignment of classes, onboarding, or issues regarding accessing the class general ticket queries.

Main Duties and Responsibilities

• Ensure all students are assigned to a suitable class by checking our automated assignment and making amendments as necessary.
• Ensure all student onboarding has been received and completed.
• Serve as the main point of contact for customers/partners/agents, addressing any onboarding issues and resolving them promptly and efficiently.
• Change students’ classes e.g., incorrect level or class time change.
• Check student class assignment status e.g., for renewal etc.
• Review student renewal preferences e.g., date, timeslots, level.
• Listen attentively to customer/partner/agent concerns regarding academic issues, showing empathy and understanding and take ownership of resolving their issues effectively.
• Respond to daily post-sales related inquires and tickets.
• Escalate complex problems to the appropriate department or supervisor, if necessary.
• Document all customer/partner/agent interactions, inquiries, and resolutions accurately in the relevant system.
• Stay up to date with product knowledge, and best practices in customer service to provide effective support and contribute to continuous improvement initiatives.
• Collaborate with cross-functional teams, to ensure a seamless customer experience and resolution of customer issues.
• Build and maintain business relationship with customers/partners/agents.
• In addition to the duties and responsibilities listed, the post holder is required to perform other duties assigned by the line manager or directors from time to time.